This website is the official online store for the Nanac brand and its partner artists' works. To learn more about or enroll in the KilnRoom art courses, please visit their dedicated website via the provided link.
Nanac Delivery and Transportation Policy
Last Updated Feb 11,2026
· All items are handcrafted, with in-stock orders shipped within 1-3 business days.
· For customized or pre-sale items, shipping times are subject to the product details page or customer service communication.
We will notify you by email and provide the tracking number after shipment.
Region Shipping Cost Estimated Delivery Time
Hong Kong, Macao, and Taiwan regions: Settlement based on real-time quotes from logistics companies within 10 working days
International and overseas shipping: Settlement based on real-time quotes from logistics companies within 20 working days
Note: International orders do not include customs duties or clearance fees at the destination, which must be borne by the recipient.
· We use professional shockproof packaging (air cushion columns + custom foam boxes) to ensure the safety of artworks during transportation.
· If you find the outer packaging of your package is visibly damaged upon receipt, please inspect it in person or ask the courier to provide proof, and contact us immediately.
· If the artwork is damaged during shipping, please submit photos of the outer box, damage details, and the shipping receipt within 48 hours after receiving it. We will process a return, exchange, or reissue.
· You will receive an email with your tracking number after shipment, allowing you to monitor the delivery status anytime.
· To modify your address or order, contact us at hello@kilnroom.cn as soon as possible. We will assist you, but we cannot guarantee that dispatched orders will be intercepted.
If the package is returned due to incorrect recipient information, multiple failed deliveries, or the recipient refusing to clear customs, we will contact you to discuss resending the package with additional shipping fees. The buyer will be responsible for these extra costs.
If you have any questions about delivery, please contact us through the following methods:
Email: hello@kilnroom.cn
Service hours: Monday to Friday 10:00-18:00 (except public holidays)
Still have questions? Welcome to contact us
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Service hours: 10:00-18:00 from Monday to Friday (except for legal holidays)
Nanac FAQ
01 Orders and Payments
Spot orders will be shipped within 5 working days. You will receive an email notification with the tracking number after shipment.
Please contact us at hello@kilnroom.cn as soon as possible. We will assist you, but orders that have entered the packing or shipping process cannot be modified.
We support credit cards, PayPal, Alipay, and WeChat Pay. All payments are encrypted by Shopify and partner gateways for secure and reliable processing.
02 Distribution and Transportation
Chinese mainland first weight ¥12, continuation weight ¥8; Hong Kong, Macao, Taiwan and international orders will be settled according to the real-time quotation of the logistics company, and the settlement page will automatically display.
International orders do not include customs duties and clearance fees at the destination, which must be borne by the recipient.
Our double-layer shock-absorbing foam box with custom groove fixation can withstand violent tests. If damaged during transportation, please contact us within 48 hours of receipt for free repair.
03 Return and After-sales Service
Not supported. All items in this store are handmade artworks with unique characteristics. Returns and exchanges for non-quality issues are not accepted. Please confirm carefully before purchasing.
Transportation damage, missed or wrong delivery, and serious quality defects (such as obvious damage or cracks not caused by manual handling). Please contact hello@kilnroom.cn within 48 hours after receiving the package.
Handmade marks, tiny bubbles, glaze flow, slight dimensional errors, and color variations in photographs are all considered normal characteristics of handmade items and are not regarded as quality defects.
For products in the 'Independent Artist Selection' section, the quality standards provided by the artist will apply after purchase. Nanac will actively assist you in communicating with the artist.
04 Commodities and Crafts
The product page title clearly displays "nanac Original" or "Artist Collaboration" for easy identification.
All nanac original works come with Chen Ziying's personally signed collection certificates and unique serial numbers. Some sculptures bear the artist's seal or engraved inscription at their base.
· Avoid sudden temperature changes and do not heat directly with an open flame.
· Use a soft-bristled brush or dry cotton cloth for daily dust removal. For cleaning, use a neutral detergent and a soft cloth. After washing, air-dry thoroughly.
Do not rub the gold-plated decoration forcefully, and avoid contact with sharp or hard objects.
05 Accounts and Technology
On the login page, click "Forgot Password" and reset it using your registered email.
Check your spam folder and add hello@kilnroom.cn to the allowlist. If you still cannot receive the email, contact customer service for assistance.
06 Cooperation and Contact
Please send your portfolio, introduction, and contact details to hello@kilnroom.cn. We will respond within 7 working days.
For course details and registration, please visit KilnRoom's official website. This store only provides a redirect link.
Please email us at hello@kilnroom.cn or contact our WeChat customer service: nanacshop (available weekdays 10:00-18:00).
Nanac Shopping Protection Policy
Every Nanac creation embodies the creator's dedication and your expectations. We are committed to providing you with a secure and transparent shopping experience.
01
Authentic product guarantee
We commit to:
· Original works: All original creations by Chen Ziying, each comes with a signed certificate of authenticity and a unique serial number.
· Featured works: All pieces are provided by the artists themselves or authorized channels, with clear provenance.
If you find the received product is not authentic, we will refund the full amount and provide an equivalent shopping voucher upon verification.
02
Safety Arrangements
Ceramics are fragile, and we are more anxious than you.
· Professional packaging: All fragile items are securely fastened in double-layer shock-absorbing foam boxes with custom grooves, built to withstand extreme impact.
· Damage Protection: If your artwork is damaged during shipping, contact us within 48 hours of receiving it. We will provide free repair and replacement.
03
Funding Security Guarantee
· All payments are encrypted by Shopify and partner payment gateways, and we do not access your bank card details.
· Refunds are returned to the original payment method, with no risk to your funds.
04
Privacy Protection Commitment
We will never sell your personal information. Your address and phone number are used only for order fulfillment. For details, see the Privacy Policy.
05
Commitment to Response Timeliness
| 咨询类型 | 响应时间 | 处理时限 |
|---|---|---|
| 订单/发货咨询 | 24小时内 | 1-3个工作日 |
| 售后/破损反馈 | 12小时内 | 1-3个工作日 |
| 艺术家合作申请 | 7个工作日内 | 初审反馈 |
Service hours: Monday to Friday 10:00-18:00 (extended on public holidays)
06
Special Notes
This shopping protection policy supplements the Terms of Service and After-sales Policy and does not affect your other legally entitled rights. In case of disputes, we prioritize friendly negotiation as the primary resolution method.
Make your collections more secure and your creations more cherished.
This is Nanac's long-term commitment to you.
Nanac Return and After-sales Service Policy
Thank you for choosing Nanac's handmade art. Each piece is carefully crafted, and we value your trust. Please read the following after-sales policy to protect your rights.
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Last Updated Feb 11,2026
Principle Statement
All products sold here are handcrafted artworks, each with unique and irreplicable characteristics. Returns or exchanges for non-quality issues (e.g., discrepancies from expectations, size deviations, or unexplained dissatisfaction) will not be accepted.
We recommend you carefully read the product description and size information before purchasing, or consult customer service for confirmation.
Eligible Return and Exchange Scenarios
| Situation | Treatment Method | Time Limit Requirement |
|---|---|---|
| Free repair | replacement | refund for shipping damage within 48 hours of receipt |
| Missing or wrong delivery | Reissue or refund | within 72 hours of receipt |
| Severe quality defects | Repair or refund | within 72 hours of receipt |
Free repair
处理:replacement
时效：refund for shipping damage within 48 hours of receipt
Missing or wrong delivery
处理: Reissue or refund
时效：within 72 hours of receipt
Severe quality defects
处理:Repair or refund
时效：within 72 hours of receipt
Note: "Severe quality defects" refer to obvious damage, cracking, or glaze flaking caused by non-manual characteristics that affect normal use or collection. Manual marks, minor bubbles, glaze flow, or slight dimensional errors are not considered defects.
No Return or Exchange Policy
· Apply for a return due to personal reasons (e.g., dislike, no need, wrong purchase, etc.).
· Transport damage with no response within 48 hours after receipt.
· Goods that have been used, cleaned, or damaged by human activity.
· Customized, pre-sold, or items with a special "no return" policy.
· Special offers, flash sales, or free gifts.
Handling Process for Transportation Damage
①
Inspect in person
If the outer packaging is visibly damaged upon receiving the package, you must open it in person or request the courier to provide a damage certificate.
②
Timely feedback
Within 48 hours after receiving the order, please send the following documents to hello@kilnroom.cn· Photos of the damaged artwork as a whole and its details· Six photos of the outer packaging (including the logistics waybill)Your order number and contact information
③
Resolution
We will verify and respond within 5 working days, offering three options for you to choose from: repair, reissue, or refund
Photo requirements: Overall and detailed photos of the damaged work, six-sided photos of the outer packaging (including the logistics waybill)
Refund Notice
· For orders that meet the refund criteria, the amount will be refunded to your original payment account.
· Due to processing time by payment platforms, funds may take 5-15 business days to be credited, subject to the card issuer or payment provider.
· The refund does not include shipping fees, insurance, or customs duties for the original order.
Special Notes on Artist Works for Consignment
For products in the "Independent Artist Selection" category, after-sales service adheres to the quality standards specified by the artist. In case of disputes, Nanac will facilitate communication between both parties, but the final interpretation rights remain with the artist.
Contact Us
Email
WeChat customer service
nanacshop
(Please include the order number when adding)
(Please include the order number when adding)
Service hours
Monday to Friday 10:00-18:00
(except public holidays)
(except public holidays)
Every handmade item deserves to be treated with care.
Thank you for your understanding and support.
Nanac Terms of Service
Last Updated Feb 11, 2026
1. Website and Account
2. Goods and Purchases
1. Handcrafted uniqueness: Our ceramics and other products are entirely handcrafted, with each piece exhibiting natural and distinctive variations in dimensions, glaze color, and texture. These variations are an integral part of their artistic value and should not be considered quality defects.
2. Order: After you submit your order, we will send you a confirmation email. The order is officially established when the email is sent. We reserve the right to cancel the order if the product is out of stock or the price is incorrect.
3. Intellectual Property
All content (including images, designs, and text) on this website is protected by intellectual property rights owned by Nanac or its rights holders. Purchasing the product grants you ownership of the item but does not authorize its reproduction or commercial use.
4. Limitation of Liability
This website operates as is. To the extent permitted by law, we are not liable for any indirect or incidental losses arising from the use of this website. Under no circumstances shall our liability exceed the amount of the order that gave rise to the claim.
5. Clause Updates and Contact
We reserve the right to update these terms at any time, and the updates will be published on this page. For any questions, please contact us at hello@kilnroom.cn.
Objects and people are originally a meeting. May every piece of work accompany you through your gentle daily life.
Nanac Privacy Policy
Last Updated Feb 11,2026
Welcome to Nanac. Your trust is very important to us. We are committed to clearly explaining how we collect and use your information.
Our store is powered by Shopify, meaning your data is stored and processed through Shopify's system.
1. What information do we collect?
To operate the online store and provide you with services, we collect the following information:
· The information you provide, such as name, email, address, and phone number, is used to process orders, arrange courses, or communicate for collaboration.
· Automatically collected data: including device IP addresses and browser types, used to analyze website performance and enhance user experience.
· Payment Information: Shopify and its partnered payment gateways securely process your payment. We do not directly collect or store your full bank card details.
2. How do we use this information?
Your information is primarily used for:
· Fulfill your order to purchase products or enroll in courses.
· Keep you informed about order status, course schedules, or responses to inquiries.
· Send you brand news or event information with your consent.
· Evaluate applications for artists' consignment or residency programs.
· Improve our website and services.
3. Information Sharing
We will not sell your personal information. We may share it only when necessary:
· Share with service providers: For example, with Shopify, logistics companies, and payment processors to streamline the shopping process.
· Legal requirements: When required by law or government agencies.
· With your explicit consent: In all other cases, prior written consent must be obtained.
4. Your Rights
Depending on the laws in your location, you may have the following rights:
· Access your personal information held by us.
· Correct inaccurate information.
· Request to delete your personal information (subject to legal retention obligations).
· Revoke your marketing consent.
To exercise these rights, please contact us as described at the end of this message.
5. Data Retention and Security
We retain your information only for the duration necessary to fulfill the purposes outlined in this policy. We implement reasonable business and technical measures to protect your data security.
6. Cookie
We use cookies to maintain your shopping cart, remember your preferences, and understand how you use the website. You can manage cookies in your browser settings.
7. Policy Changes and Contact Us
We may update this policy, and the updates will be published on this page.
If you have any questions about the privacy policy, please contact us through the following methods: